Division: ICT ServicesDepartment: Service Desk OperationsLocation: Hybrid - Reading office 3 days per week (full 5 days in office while training)Main GoalTo provide day to day supervision and support of the 2nd & 3rd Line ICT, UC and ECM support teams ensuring SLA's are adhered to.
To provide technical leadership, demonstrate industry best practices and align them to the ITIL framework through the design and documentation of all infrastructure.Responsibilities/TasksWork with Desk Service Manager to effectively support and develop the Incident Management Team on a day to day basis.To ensure adequate staffing levels and manage the workload of the teamTo develop a training programme to ensure appropriate levels of product knowledgeTo review, recommend and implement process to increase efficiency and effectiveness of the teamTo provide support and advice relating to calls and other operational issues to the Service and Support TeamsTo monitor SLAs ensuring they are adhered to highlighting any recurring issuesTo produce scheduled and ad hoc reports as required by management and the service ownersTo handle all 2nd & 3rd line technical queries received via phone, email, webchat or portalTo provide support and resolve issues over the phoneTo escalate unresolvable issues to escalation teams as requiredTo monitor call status and chase / escalate any outside of SLA for resolutionTo work with and support CSM in delivery of service stats as requiredTo monitor call status and chase / escalate any outside of SLA for resolutionTo highlight and report on any areas of improvementTake ownership of any critical support escalations and drive forwards usingITIL Problem Management principlesAny other tasks as directedKnowledge, Experience & SkillsGood understanding of IT Managed ServicesExperience of Team Leadership essentialExcellent customer handling skillsAbility to communicate service information to a varied and often senior audienceComfortable managing escalationsAbility to prioritize work under pressure and strict deadlines.Good familiarity with IT systems, networks and databasesGood general overall technical understanding of all new technologiesMicrosoft/VMWare/Cloud technologiesGood understanding of PC hardware, Microsoft operating systems and networkingHistory of working with server technologiesLeadership skills - inspires respect and trust, and able to motivate the team to work to the best of their abilitiesCompetencies & Key Success FactorsBe an ambassador for great customer serviceKnowledge of Kyocera devices an advantageAbility to manage escalationsITL CertificationWhat we can offer youSalary (Competitive)25 days holiday (All statutory bank holidays relevant to regional country) – 1 extra day after 5 years.
Part time/temporary employees is a pro rata equivalent.A buying and selling holiday schemeLife Assurance (4 x base salary)Pension Scheme – A total contribution of 8% – 5% Employer and 3% Employee.Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)Enhanced Maternity and Paternity leaveEmployee Assistance ProgrammeBike2Work Scheme – salary sacrifice scheme to purchase bikes at a discountLifeworks – Access to discounts / perksEyeCare – Access to money off for glasses and sight testValues:The values that underpin the Kyocera Group are the 5 C's- Communication, Courage, Commitment, Cooperation and Consciousness.
It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.